Head of Customer Service

Formlabs; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work

Private health insurance

Public transit pass

Stock options

Free beverages and snacks

3D printing

Dog-friendly office

Learning & development

Team events

Job summary

Formlabs is seeking a Head of Customer Service to lead a 10-15 person team delivering emails, phone and chat support. You will drive development, sustain a high-performance culture, and ensure KPIs and commitments are met.

The role blends people leadership with data-informed decision making to enhance the customer experience. The ideal candidate has 2+ years of team leadership in customer support, fluency in English and at least one of German/Italian/French, and strong written and verbal

Qualifications

• 2+ years of experience leading teams in a Customer Support environment.
• Fluency in English and German/Italian/French.
• Strong written and verbal empathetic communication skills.
• Data analysis skills (preferably Google Sheets + Dashboards).
• High School degree or equivalent.

Responsibilities

• Directly manage a team of 10-15 agents supporting customers via email, phone and chat.
• Support your team’s development and maintain a high bar to drive continuous improvement, connection and culture.
• Ensure that KPIs, deadlines and all internal and external commitments are met.
• Identify opportunities to improve the customer experience and team efficiency.
• Perform data analysis for performance trends, leverage the data to scope project plans or solution proposals.
• Prioritize tasks and reallocate resources as needed, ensure adequate coverage to meet our customer commitments.
• Manage the team through change effectively.

Skills

Team leadership

Customer support

Data analysis

Empathetic communication

Google Sheets

Education

High School diploma

Tools

Google Sheets

Dashboards

Job description

Do you want to change how the world creates?

At Formlabs, we’re building the tools that make it possible for anyone to bring their ideas to life, from cutting-edge products to life-saving medical devices. Our 3D printing technology powers innovation at more than 50,000 industry leaders worldwide, including Apple, Google, Tesla, New Balance, and NASA. Together, we’re helping everyone design, prototype, and manufacture faster than ever before.

The primary goal of our Customer Services team is to give our users the best tools and an amazing experience. At Formlabs, that means answering every question – no matter how small – and providing the resources to enable our users to innovate and create.

If you are an experienced and empowering leader with a customer satisfaction focus, apply to join our team as our next Head of Customer Service!

The Job:

• Directly manage a team of 10-15 agents supporting customers via email, phone and chat.
• Support your team’s development and maintain a high bar to drive continuous improvement, connection and culture.
• Ensure that KPIs, deadlines and all internal and external commitments are met.
• Identify opportunities to improve the customer experience and team efficiency.
• Perform data analysis for performance trends, leverage the data to scope project plans or solution proposals.
• Prioritize tasks and reallocate resources as needed, ensure adequate coverage to meet our customer commitments.
• Manage the team through change effectively.

You:

• 2+ years of experience leading teams in a Customer Support environment
• Fluency in English and German/Italian/French
• Successful track record of managing high performing teams
• Strong written and verbal empathetic communication skills
• Data analysis skills (preferably Google Sheets + Dashboards)
• High School degree or equivalent

Bonus Skills:

• Technical support experience
• Engineering related experience
• Experience as a first line Customer Agent
• B2B support experience
• Passion for 3D printing and emerging technologies
• Experience in a fast-growing startup environment

We Offer:

• Hybrid work
• Catered lunch at the office 3 days per week
• Private health insurance with Medicare (Blue package + hospital coverage)
• A monthly or quarterly public transportation pass for Budapest
• Shares in the company (we're a double unicorn company!)
• Free beverages and snacks at the office
• All You Can Move sports pass with a monthly allowance
• Free 3D prints
• An inclusive, dog-friendly office with diverse and inspiring colleagues
• Development opportunities both in-house and off-site
• Fun team events

We build amazing things. Come join us!

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.

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